Descripción del puesto
Overview of the Role
The Customer Success Manager is aligned at the customers' key stakeholder level, building and fostering strong relationships to help customers accelerate their digital journey. Customer Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customers needs.
Responsibilities
- Build and foster executive-level trusted advisor relationships with the customer’s IT, Engineering and Support organizations.
- Demonstrates hands on Product knowledge by applying it to the customer's business priorities.
- Guide a customer on process, people and change management best practices to drive customers adoption of real time operations.
- Proactively identify risks to the customer achieving their stated business goals and work with the sales team to build a risk mitigation plan.
- Produce and execute a comprehensive adoption path of products, showing the current state, target future state with timeline.
- Deliver business value and innovation to a customer’s business by understanding the customers’ opportunity to reduce cost and drive growth.
- When appropriate, recommend additional expert services needed to drive success.
- Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates.
- Represent the voice of the customer to inform our sales process or product roadmap.
- Lead the cross functional post sales team, delivering a seamless experiences on behalf of the customer.
- Prepare and facilitate business review meetings, training sessions, webinars, demos, and other strategic and supportive interactions.
- Predict and forecast risk, renewal and expansion within the customer portfolio.
Requisitos
- Experienced professional with 10-15 years relevant industry expertise.
- Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
- Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections.
- Experience building Business value ROI models.
- Thrive in a collaborative fast pace environment and as a part of a results oriented team.
- Working knowledge in a SaaS business model.
- Knowledge of PagerDuty product and platform features and capabilities is highly desired.
- Good understanding of IT enterprise architecture, DevOps principles and modern IT monitoring is strongly preferred.
- Worked in a DevOps environment or with a company going through a transition to DevOps.
Beneficios
- Personalized English Classes once or twice per week (1 hour each class) if needed.
- Remote culture always.
- Health Insurance
- Variacode Stock Options if the employee has been in the company for more than one year.
- Bonus:
- Two times in the year: September 18th and December 25th.
- 10% of the monthly salary if the employee has less than one year in the company.
- 15% of the monthly salary when the employee has been in the company for more than one year.
- Paid Leave days.
Additional Programs:
- 5% sales commissions if you bring a sales opportunity, and the opportunity is won.
- USD $500 if you bring a new employee using our referral program.